Customer case – Milgro

Thinking & Doing

Optimise their customer contact with AI

Milgro, a technology company in waste and resource management, handled many business processes and customer contact manually. As a result, Milgro employees' contact with customers was quite labour-intensive. This had to change, because Milgro is ambitious: the company wants to serve twice as many customers with the same number of employees. Their question: 'How can we increase our capacity and grow by optimising processes?' With the deployment of our Process Assistant, more than half of the manual work is now handled automatically and employees have more capacity.

Customers served! 0 % More automatic processing

Customers served! 0 % Increase in available capacity

Increased First Time Right and more available capacity

Milgro employees' contact with customers took place largely via Outlook and involved a lot of manual processing. There were often as many as seven to eight actions per case. Customers could also 'automatically' make requests via the website, but the processing was still entirely manual. So how could Milgro fulfil their ambition?

We had the answer and introduced the Process Assistant under the name Milgro Taskmanager. The biggest gain is in the automation of back-office processes and incoming communication using AI. The underlying genius is a software robot that analyses back-office processes and automates them, significantly increasing the First Time Right rate.

Employees now find all tasks conveniently presented in the Task Manager, where the tasks are categorised, routed, and provided with all necessary information. Logging and updating contacts also takes place automatically. This saves a lot of time, frees up capacity, and makes the work much more pleasant. Moreover, web queries have been automated and are now truly self-service. An additional advantage is that Milgro can manage and edit the software themselves. After all, waste management remains a dynamic process.